FAQ

Most Popular FAQs

Q: Is there any discount? Can I request a quotation?

A:We do not offer any discount or accept any request for quotation (RFQ). Our mission is to treat all customers equally so that every customer can have the same shopping experience. We only offer one price for every customer. We update the price every week based on the exchange rate.

Q: Is shipping charge required?

A: If you buy more than SGD 200, you get free shipping. If you do not, shipping charge is required.
For details, please see "Shipping & Delivery".

Q: How many units are available? Do you have enough amount of inventory?

A: To confirm stock amount, input quantity of product and press the “ADD TO CART” button that is located to the right hand side of the page.
If we have enough amounts, the web page goes to Cart Page. If there is stock shortage, a popup appears which tells the availability.

Q: If I order this product, when will it arrive?

A: It depends on product availability.

-If the product is in stock and the requested quantity is available, we will ship products within 3 to 5 working days.
-If the product is out of stock, we will ship products in 7 to 10 working days or more after the ordered day.

To confirm product availability, input quantity of product and press the “ADD TO CART” button that is located to the right hand side of the page. If we have enough, the web page goes to Cart Page. If there is stock shortage, a popup appears which tells the availability. For more detail how to check availability, please see following link step "4.Learn about the item you found".

Q: Can I get my tracking number?

A: Yes, your tracking number will be provided in the shipping confirmation email after the product leaves our warehouse.

All FAQs

1. Overview

Q: Who is MonotaRO?

A: MonotaRO is a leading MRO products supplier in Japan. Its product offerings are more than 7,000,000 high quality products from hand tools to automotive parts to lab supplies, and over 100,000 of them are stocked at warehouses in Japan. It was founded in 2000 and listed on the Tokyo Stock Exchange in 2006 (TYO: 3064). Its annual sales is more than USD 300 million, and it has 500+ employees. It was also named to Forbes Asia "Best Under A Billion" list in 2013.

Currently, MonotaRO Singapore is operated by a team of MonotaRO in Japan.

Nowadays, NINJA is listed on the endangered species list.
Not so many people is willing to be a NINJA. This is one of the most serious problems all over the world.
Mono Ninja found employment opportunities in MonotaRO web site as NINJA and immediately applied for it.
After interview, Mono Ninja got job as MonotaRO NINJA as part time employee.
He is working as apprentice ninja.
His cousin MonotaRO Samurai is also working in MonotaRO as mascot.
Both of them try to improve by learning from each other.
Basically, he is always smiling, but he chuckles when he make anybody smile/laugh.
To be a master of NINJA, he devotes himself into study of science.
Best Idol NINJA: JIRAIYA. Mono Ninja is dreaming to be a Gentleman NINJA same as JIRAIYA.Unfortunately, he doesn't like a frog, though.

2. Account

Q: I don't remember my User ID & Password. What should I do?

A: If you have forgotten your User ID and Password, create a new account.

Q: How can I change my password?

A: Visit "My Account" and click "Update Your Password" located on the left side of its menu. There you can update your password.

Q: What can I do on "My Account"?

A: On "My Account" page you can update the profile, create and update shipping addresses, update your password, and review your previous purchase and returned product.

3. Products

Q: How can I find products?

A: There are 3 ways to find the product.

Search by category or brand

Click "All Categories" at the top of our website and select the product category or brand from the menu.

Search by keyword

If you are looking for a specific product, enter the word you are looking for (e.g. product name, model number, etc.) into the searching box on our website,and we'll show you all the matching result.

Advanced Search

See the bottom of our website, and you can see Advanced Search. Click it or click the following URL. http://www.monotaro.sg/s/option/ You can choose category from the drop down menu and also type and search the word you are looking for by Brand, Product Name, item part#, Mfr. Part#, Price, and Keyword.

Q: Can I get product catalogs?

A: We do not provide any printed catalogs or web catalogs.

Q: Can I get product samples?

A: We do not provide samples.
If you are interested in any of our products, we suggest to purchase the minimum quantity for trial use.
In case you need to understand our product before making your decision and you need our help, please feel free to contact us.

Q: Can I ask for the "Country of Origin"?

A: We are not able to provide the country of origin. The manufacturing factory moves to the most cost effective places continuously depending on exchange rates and material costs. We make effort to keep our products quality. Even for major Japanese manufacturers (e.g. Kyocera, OSG, NTN, etc.) the situation is the same, and they may relocate their production bases from Japan to overseas or the opposite, may decentralize or centralize their production base, therefore we do not investigate or indicate the country of origin.

Q: Color of real product looks different from the color on website.

A: When creating the product image, we check carefully not to cause color difference between real product and its image. However, depending on your PC monitor, the colors might be slightly different from the actual products.

Q: What is my shoe size?

A:Use the following table as a reference.
*Differences may occur by brands.

4. Order

Q: How many units are available? Do you have enough amount of inventory?

A: To confirm stock amount, input quantity of products and press the “ADD TO CART” button that is located to the right hand side of the page.
If we have enough amounts, the web page goes to Cart Page. If there is stock shortage, a popup appear which telling availability.

5. Services

Q: Is there any discount? Can I request a quotation?

A: We do not offer any discount or accept any request for quotation (RFQ). Our mission is to treat all customers equally so that every customer can have the same shopping experience. We only offer one price for every customer. We update the price every week based on the exchange rate.

Q: Can I purchase products sold on the Japanese website, even they are not sold on the English website?

A: The Japanese website is for users in Japan only. We are increasing our product lineup, so visit us again.

Q: I have ordered a wrong product, can I change my order?

A: Once you close the order, you cannot change it anymore. If you want to add products, you need to place a new order. If you need to cancel some item, please tell us your situation through Contact Us. We ask for your understanding in advance that some order cannot be canceled.

Q: Can I ask for repair?

A:We do not handle repair requests.

Q:How can I order the same product as my last order?

A:Quick Order is useful if you already know the item number of the product you wish to purchase.http://www.monotaro.sg/quickorder/
Please note that some products might have been discontinued. In that case you cannot place the same order.

Q:Can you split shipment to avoid extra custom payments?

A:We do not offer such service. Please split your order when you purchase.

Q:Can you inform me when the item I want gets into MonotaRO's lineup?

A:We do not individually provide the service. Currently, we are introducing a new category of products, please search and find the items you want on our website.

Q:Can you inform me when my country become MonotaRO's shipping country?

A:We do not individually provide the service. We will announce it in the case countries become MonotaRO's shipping country on our website. We would like you to come back to our website in future.

A: You cannot pick up our products directly. The products are shipped from Japan.

Q: Do I need to pay duties and/or taxes for import?

A: If the value of your shipment is greater than a certain amount (e.g. CIF value: SGD 400 in Singapore, MYR 500 in Malaysia, THB 1,000 in Thailand), you might need to pay duties and/or taxes. In that case, our appointed delivery company declares on behalf of you, and you will be charged the duties and/or taxes in addition to their handling charge.

* These amounts are only for your reference, and MonotaRO Singapore dose not assume any responsibility of the results because of this information. Please check by yourself before placing order.

Q: Is shipping charge required?

If you buy more than SGD 200, you get free shipping. If you do not, shipping charge is required.
Please see the following table of the shipping charge to Singapore, Malaysia, Indonesia, Philippines, Thailand, Vietnam, and Brunei Darussalam.
For other countries, you can check the shipping charge when you proceed to checkout.
Please note:
*Your country may charge import duties, taxes, and fees that you may have to pay ahead of delivery.
*In case you cancel some items and your order amount gets less than SGD 200, shipping fee will be charged.
*The rates on the table may be updated when necessary without any prior notice

A: The products will be handled by our appointed delivery company. We cannot accept any delivery companies requested by the customer.

Q: Is it possible to request a delivery date?

A: We cannot accept requests regarding delivery dates and time to distribute our products to all customers quickly under the same performance.

Q: What will happen if I'm not available when you deliver my parcel?

A: The delivery company will leave you the "delivery notice" and keep the product at their office for around 1 week. When our delivery company cannot contact the customer during this period, the product will be returned to their distribution center and the order will be cancelled. Once the order is cancelled, the product will not be re-delivered. When you are still interested in the same product, place your order again.
For more details, see our Terms of Use, Article 19.

Q: Is it possible to deliver to several addresses?

A: We can only deliver to one address for one order. To ship to different address, please place a new order. It is possible to set several addresses in advance to select. You can change your address from "My Account" after log in, or on the "Ship To" page during the order process by yourself.

Q: When does the packing slip arrive?

A: The packing slip will arrive together with the product.

7. Returns & Refunds

Q: Can we return every product?

A: No, products mentioned below cannot be returned.

Products which the customer claims return after 10 days from arrival

Products which had been damaged or made dirty by the customer

Products opened and used

No return products (such products are stated with icon)

Q: What does mean?

A: means that products with the icon cannot be returned nor refunded due to customer's personal preference.

-If the shipped products were equal to the packing slip, the remaining products will be shipped separately.
-When products did not arrive even mentioned on the shipping confirmation and the packing slip, contact MonotaRO customer support, We will ship the missing products/part of the product or pay back a bill.

Q: I received products more than I ordered/I did not order. What should I do?

A: Please contact MonotaRO customer support. Our customer support staff will give you the relevant instructions how to proceed.

Q: What to do when product arrived in defective condition, or a different product arrived?

A: If the product has a defect, we will decide whether to replace the defect product with a new one or pay back a bill. If the shipped product is not the same as the ordered one, we will replace the shipped product with the ordered one or pay back a bill.

Caution:

Any return of a product shall be made within 10 days from the date the return is accepted. If the product is not returned within the above-mentioned time period, we may consider that the customer is not willing to return the product, and hence cancel the request for returning the product and charge the price of the product if any.

Keep the shipping label used for returning until refund is completed.

Q: How is the returning fee treated?

A: If the products are cancelled because of the customers' personal preferences, all fees related for returning will be charged to the customer.

8. Leadtime

Q: If I order this product, when will it arrive?

A: It depends on product availability.

-If the product is in stock and the requested quantity is available, we will ship products within 3 to 5 working days.
-If the product is out of stock, we will ship products in 7 to 10 working days or more after the ordered day.

To confirm product availability, input quantity of product and press the “ADD TO CART” button that is located to the right hand side of the page. If we have enough, the web page goes to Cart Page. If there is stock shortage, a popup appears which tells the availability. For more detail how to check availability, please see following link step 4.Learn about the item you found

Q: When will my order # XXXX-XXXX arrive?

A: If the product condition was in stock when you ordered, we will ship the products within 3 to 5 working days.

Q: Can I have my tracking number?

A: Yes, your tracking number will be provided in the shipping confirmation email after the product leaves our warehouse.

Q: Can you deliver the products by express?

A: No, we do not have express delivery service.

9. Bank Transfer

Q: How can I pay by bank transfer?

A: Simply select “BANK TRANSFER” on your order. You will receive our bank information in the shipping confirmation email. Please complete your payment within 7days from submitting your order. If not, your order will be canceled. Please provide your order number on the payment.

Q:Who will pay a bank transfer fee?

A:All banking fees and commissions outside Japan are for you. Please ask your bank how to do it. If the amount is not enough, we will ask you to pay the balance. It does not ship until the balance is credited.

Q: When can I receive my order if I select bank transfer payment?

A:Since we ship out your order after we confirm your deposit, it takes 3 or 4 working days longer than usual. This is because our designated bank is located in Japan and the transfer is international

Q: I ordered multiple. Can I make a payment together?

A:Yes. It is OK to make a payment together for multiple orders. At that time, please enter your all order numbers in " sender to receiver information "

Q: I forgot to mention the order number when making the bank transfer. What should I do?

A: Please inform that to us through Contact Us. We need 1) your order number and 2) your full name. Without these information, it could take us some time for checking, and your order may be cancelled. Please make sure to inform us that you forget to add your order number for bank transfer

Q:I paid through a bank transfer. I paid less than I should have paid. What should I do?

A: We will not proceed shipment until we have received full payment for all products.
Please contact us immediately and send remaining balance. Please be noted that all banking charges and commissions outside Japan are for account of you (payer).

Q: I paid through a bank transfer. I paid more than I should have paid. Can I get refund?

A:Yes, you can. Please contact us. We will refund you the overpaid amount. Your refund will be either "direct credited to your nominated bank account" or "refund by coupon". Please select which you prefer.
If you select banking transfer, all banking charges and commissions including Japan are for account of you (receiver). Banking charge depends on the amount, yet ordinary that will be about JPY10,000. The coupon will expire in 3 months.